Ops Crossword Challenge #2

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Across
  1. 3. We have received a Customer Checkin Task and the service has a note which states "the cx is only Spanish speaking". You should use the ______ service to help you have a conversation with the customer. (Fill in the blank)
  2. 4. If the customer is going to leave the vehicle during a tow service, what do we need to make sure we read before they leave? (3 words)
  3. 5. What situation does the following describe? A service provider on a tow is at the destination and refuses to drop the vehicle until they are sent payment.
  4. 7. What is the name of the sheet in the HONK Client Contacts Portal with the Client phone numbers on it? (4 words)
  5. 8. Training & Development uses this platform to help teach us all new things. What is that called?
  6. 9. If we are speaking to a customer that wants to place an FNOD and the call drops before we are able to gather all the required information, we should give the customer a _______? (Fill in the blank)
  7. 10. The customer wants the service to be completed at a later time. What do we do?
  8. 12. Specialists are expected to respond with sincerity, understanding that _____ is conveyed beyond the words we use, but with the support of a genuine and caring tone of voice.
  9. 13. You should ____ the call at the end of each call interaction. This allows us to know what the call was about. (Fill in the blank)
  10. 14. This process requires that you firmly, but kindly, educate the caller of our policy or procedure and asks that you DO NOT accommodate the request. This process also requires you to remain professional at all times while redirecting the caller to a different solution. What is this Acronym?
  11. 15. What is the name of the system HONK uses to assign tasks to specialists as well as enabling them to create tasks? (2 words)
Down
  1. 1. What term refers to stating our clients name during the opening and closing of our calls with customers?
  2. 2. What website address should service providers go to get dollies or Labor added onto a service?
  3. 6. During maintenance for many clients, the customer may need to complete this before the system will start dispatching. It can also appear when the service type or locations (disablement/destination) change. What is this term called? (4 words)
  4. 7. What do we need to say on all outbound calls after branding and giving our name? "Hi, this is (your name) calling __ __ ______ ____." (4 words)
  5. 11. What is it called when we need to send a call to another specialist?
  6. 13. The Following is a description of what? Any instance more than 5 seconds in length; unfilled space during an interaction that can otherwise be used to converse with the caller; it is the temporary silence during which the caller hears no activity from the specialist. (2 words)